We understand that you may have some issues getting your No Claims Discount (NCD) proof. Here's what you can do depending on your situation:

My previous insurance policy has not ended yet so I don't have my proof of NCD

If you need more time to get your NCD proof because your old policy has not ended yet, simply contact us through your Marshmallow account. Our friendly team will be happy to help you with the next steps.

I don't have or can't find my proof of NCD

If you don't have any of the documents we accept to prove your NCD, please ask your old insurer to send you a simple letter/email to confirm your NCD or claims-free driving history.

Then, upload this letter/email to your account using the link in the email we sent you. You might have to convert your email to a .pdf first as we can't accept forwarded emails, there are instructions on how to do this here.

What happens if I can't get my proof of NCD?

If you're unable to prove your NCD, sadly we will have to remove your discount and the price of your premium will likely go up. We would always let you know by email before we process any payments or premium changes.

If you then receive the appropriate proof, then we would decrease your premium accordingly.

Please note, if you are a Marshmallow Essential customer, you may be charged a £25 admin fee to make this change.